Find quick answers to the most common questions about our hookahs, shipping and returns.
Ordering & Payment
Q: Which payment methods do you accept?
A: We accept PayPal and credit/debit cards (via Airwallex). All payments are processed securely.
Q: Do you sell tobacco products?
A: We sell hookahs, shisha paste and accessories. Age verification (18+) applies to all orders.
Shipping & Delivery
Q: Where do you ship from?
A: All orders ship from our warehouse in Bologna, Italy (Centergross). EU customers typically receive orders within 2-5 business days.
Q: Do you ship worldwide?
A: Yes. We ship to most countries with tracked shipping. Delivery time varies by destination.
Q: Is shipping free?
A: We offer free EU shipping on orders over 100 EUR.
Returns & Refunds
Q: What is your return policy?
A: You have 14 days from delivery to request a return, and cancellations are accepted until the order is fulfilled. See our Return and refund policy for details.
Products
Q: What is the difference between glass, silicone and metal hookahs?
A: Glass hookahs offer clean flavour and classic looks, silicone hookahs are portable and durable, and metal hookahs are traditional and long-lasting. Read our blog for a full guide.
Q: What charcoal should I use?
A: We recommend natural coconut charcoal - it burns longer and cleaner than quick-light options.
Still have questions? Contact us at hhlshop@outlook.com - we answer within 24 hours.